Programming & Development

Certified Agile Service Manager (CASM)®


This course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes and process design projects. Agile thinking improves IT’s effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements.

Who Should Attend
The target audience for the CASM course is for Anyone interested in learning about Agile and Scrum from a products and process perspective, Process owners and process designers, Developers who are interested in helping make processes more agile, Managers who are looking to bridge multiple practices into a DevOps environment, Employees and managers responsible for designing, re-engineering or improving process, Consultants guiding their clients through process improvement and DevOps initiatives, Internal and external suppliers Process stakeholders

Course Objectives
The learning objectives for Certified Agile Service Manager (CASM) include an understanding of:
What does it mean to “be agile?”
The Agile Manifesto, its core values, and principles
Agile concepts and practices including ITSM, Kanban, Lean and DevOps
Learn about SCRUM from a product and process perspective
Agile thinking and values into service management
Scrum roles, artifacts, and events as it applies to both products and processes
The two aspects of Agile Service Management:
Agile Process Improvement–ensuring processes are lean and deliver “just enough” control
Agile Process Design–applying Agile practices to process design projects

Course Outline:

The IT challenge today
Why is Agile?
The Agile Manifesto
Agile principles
What does it take to "be agile"?
Exercise: Reviewing Agile values
Continuous Integration
Continuous Delivery
Exercise: Leveraging multiple frameworks
Definition and value
Two aspects of Agile SM:
Agile Process Design
Agile Process Improvement
The elements of a process
The 10 steps of process design
Characteristics of an Agile Process
How much is "just enough"?
Minimum Viable Product
Scrum pillars, values, and components
Important terms
Product owner
Scrum Master
Product Backlog
Creating user stories
Product backlog refinement
Sprint Backlog
Burndown chart
Process Backlog
User stories and ITSM processes
Process increment
Sprint Backlog (Agile SM context)
Burndown chart (Agile SM context)
Exercise: Writing a meaningful user story
Release planning meeting
Sprint planning meeting
Daily Scrum
Sprint Review
Sprint Retrospective
Definition of Done
Process planning meeting
Sprint planning meeting
Strategic and process activity sprints
The Definition of Done for process sprints
Daily Scrum (Agile SM context)
Sprint Retrospective (Agile SM context)
Agile Process Improvement audits
The Process Backlog as a CSI Register
CSI Sprints and Plan-Do-Check-Act
Exercise: Assessing process agility

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